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Major U.S. Airline X Roboyo
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To reduce costs, increase accuracy, and improve speed in handling customer feedback, a major U.S. airline partnered with Roboyo to automate its case classification process. By leveraging AI to eliminate manual review bottlenecks, the airline unlocked significant operational efficiency and improved refund accuracy.
About the Client A major U.S.-based airline known for its low-cost, high-frequency model serving both domestic and international markets. The company handles high volumes of customer claims daily and prioritizes customer experience, speed of resolution, and cost-effective operations.
accuracy on ‘sensitive’ cases against human review accuracy of 83%.
Accelerated case processing and decision-making with 5,000 every 6hrs.
Reduction in FTEs as a result of eliminating bias from incorrect reimbursements.
“By automating classification, we’ve dramatically improved response speed and eliminated costly manual errors, without sacrificing accuracy.”
— Director of Customer Claims, Major U.S. Airline
The customer feedback classification process was highly manual, repetitive, and prone to error, resulting in slow responses, inaccurate refunds, and unnecessary costs. With high volumes of feedback arriving daily, teams struggled to process cases quickly, consistently, and without bias. The inability to scale human review led to delays in resolution and reduced customer satisfaction, while incorrect classifications increased financial leakage.
These limitations didn’t just affect operations. They directly undermined the brand’s promise of reliability and fast service.
To modernize this workflow, Roboyo deployed an AI-powered classification engine using Microsoft’s low-code Power Platform, and MS AI Builder. This end-to-end solution enabled automated processing, contextual understanding, and intelligent decision logic.
The AI solution handled each stage of the classification journey: Case Submitted → First Screening → Case Classification → Post Processing → Upload to ERP → Automated Response or Refund
Roboyo’s solution was configured to recognize nuanced language patterns and identify sensitive cases with 99.5% accuracy, matching human-level precision with exponentially faster throughput. The solution removed subjectivity, reduced human error, and significantly lowered operating costs tied to misclassified claims. It also helped ensure that every customer received a fair, consistent, and timely resolution, enhancing service recovery and reinforcing brand trust.
Technology & Methodology Used
Automation Platform:
Technology Stack:
AI Techniques Used:
Services used:
Methodology used:
Outcome This engagement transformed case classification from a labor-intensive bottleneck into a scalable, AI-powered operation, cutting hours of manual effort while elevating customer satisfaction.
This operational shift not only accelerated resolution times. It reinforced the airline’s customer-first reputation, reduced refund disputes, and improved consistency in how customers experienced service recovery.
Commercial Results
Operational Impact
Strategic Advantage
Customer & Brand Impact
At Roboyo, we don’t just deliver automation. We guide enterprises through meaningful transformation. With a technology-agnostic approach, we apply the right mix of AI, automation, and low-code solutions to meet the specific operational goals of each organization. Our clients trust us to translate complexity into clarity, helping them move from manual, error-prone processes to scalable, insight-driven operations.
We combine technical excellence with deep industry understanding to deliver:
What we delivered:
At Roboyo, we operationalize AI to turn complexity into a competitive advantage.
Let’s Turn AI Into Strategic Impact
Case classification is just the beginning. If you’re ready to improve speed, reduce cost, and enhance customer experience with scalable AI, contact us to explore what’s possible with Roboyo.
A: Our solution achieves 99.5% accuracy in identifying sensitive cases and 83% match rate with human classification overall.
A: We can implement the solution within weeks, not months, leveraging Microsoft Power Platform’s AI Builder and Generative AI capabilities.
A: Yes, it can be trained to classify and respond in multiple languages, depending on customer requirements.
A: It reduces costs by eliminating manual effort, minimizing incorrect reimbursements, and freeing up teams to focus on higher-value tasks.
A: Absolutely. We tailor the classification model to your specific feedback categories, workflows, and business rules.